It's on the phone that many relationships are made or are damaged. The skill set required to perform well under pressure and in a face paced environment must not be left to chance. In this module, you will learn how the very best do it. We start with the design of the responsibilities and help you work towards a more focused roll. After all no one is great at doing 10 things at once! So first we establish your goals for the front desk role.

Are you sick of "feast and famine" revenue for your facility? Finally there a strategy to help you create year round revenue and increase your bottom line.
This course provides the basic strategy and techniques for establishing a membership model for your entire facility or for just certain profit centers. Membership is the missing link in many communities where traditional structures no longer hold the "loyalties" they once did.

It's not all about the money. But the money is very important. Having a solid compensation strategy is key to attracting and keeping great employees. It's also key to managing your number 1 expense! Do you know how to motivate your team or are you just hiring the minimum for the minimum?

Do you know the basics of marketing? Do you know how to truly "get inside your prospect's head" and think about how they view your business? Do you know the type of value proposition you are offering in your market? Do you know which types of offers will measurably raise your facility's status in the eyes of your prospects? Do you measurably know which is better for communicating with your market: email, phone, website, social media?

All pet care facilities rightfully grow by only one method: Referrals from happy customers. The objective of this course is to provide you with an easy, automatic way to help your happy customers share their experience with people who trust them and therefore, are likely to become new customers.

Every facility no matter what size or specialty and regardless of its age or stature needs a clear, coherent, and actionable vision. All work must be organized and focused on the accomplishment of this vision. This vision must be written and made plain so that everyone who reads it will be compelled into clear, measurable action.

Cash follows clarity. So, what's the clearest thing about your business model? Cash tends to flow, just like water, down the path of least resistance. Understanding the flow of cash, the seasonality of cash, the things that block it and the things that release it are key to taking your facility to full potential.

Pricing is part of marketing. It communicates in its most basic sense the value of your services and products. What are your prices telling your market today? "We're the cheapest." "We don't understand the market." "We are the creme de la creme."

Job descriptions are generally bunk. So what you really need is a functional job design that lets a team member know what they are to do, when they are to do it, by what standards is the action done, and precisely what outcomes should be accomplished by this task, both now and in the future.

How we handle mistakes says a lot about whether or not we'll succeed. Everyone on staff including owners & gm's make mistakes. So have you ever stopped to consider the manner in which you handle mistakes? Are you constantly turning one problem into TWO? Do you hide from mistakes? Do you fear mistakes?

"If you can't measure it, you can't manage it." Jack Welch, CEO General Electric
True, true! In fact, if you don't measure, and just run your facility on "gut feelings" you're likely to be under performing by at least 200%. When we have a clear sense of WHAT to measure and HOW to measure it, we can see the reality of our work. Like driving your car with a clear clean windshield and an accurate speedometer, you are ready to handle the curves and opportunities that come your way.

How can you expect employees to "act and think with an ownership mentality" if there is no tangible incentive for them to do beside getting fired? The short answer is, "you can't"! The course helps you establish the basis for providing a bonus while actually SAVING money on your monthly payroll. What? Yes, it is not only possible, it is essential.

Leadership is overrated. In fact, everyone can't be a leader. However, more important is our understanding of ownership. Once we've got that, then we can fully understand the how of good leadership. Embedded in this idea is also the idea of good "follower-ship" or what it means to be the first follower.

Itsnotwhatyousay, but how you say it! Right - we've all heard about how important communication is, but how many of us have actually been trained in modern communication techniques, scientifically proven to help build trust, loyalty, and effectively communicate our message?

To experience peace in the midst of chaos and pressure, we have to be anchored…we have to have a solid stance with our feet under us. Even though we’ve been led to believe it, peace is not the absence of conflict. You cannot escape conflict…no matter where you go. And a person who thinks otherwise is still without an anchor. They will be tossed back and forth by the winds of change, opinion, and fear.

Great teams always out perform great individuals. But an in-sync team is not going to happen on its own. Would you love to be on a team that just makes you jump for joy? It's possible, but a strategic approach is needed to see the results you want.

As pet care professionals we know that dog digestion is NOT similar in function and procedure to human digestion. There are a number of differences between the two that result in different digestion processes entirely. If you don't know about digestion time and process, you won't be able to adequately monitor digestion.

From time to time, one may have to act quickly to prevent injury to either dogs or humans when one or more dogs get into an aggressive situation. We all need to keep in mind that we can stop a dog fight by using several key mental and physical techniques. Whether it’s a big dog or little dog, the technique and method is the same.

This course is intended to help you prevent and deal with emergency situations that arise with pets at your facility. It should not replace professional veterinary care. The information presented will help you handle your guest's condition well enough to get them to a veterinary clinic for an exam and further treatment.

The intent of this course is to introduce the reader to the possible germs and pathogens that we can encounter in a pet care environment. We want to ensure that all of our guests are provided the best care available. This includes providing a safe haven from diseases and illnesses as well as ensuring that we have done a proper evaluation of our facility’s vaccination protocols and disinfectants. Germs and/or pathogens are unavoidable in a pet care environment. It is important that we understand what we are dealing with so that we can properly control or eliminate the unwanted entity.

What is holding you back from a business that truly runs itself?

The MasterPlan Difference

Down with the endless task list! Down with the stacks of unread mail! Down with the piles of memos, reports, and sticky notes! Down with the gigabytes of unread email! Down with serving two masters! Down with all that stuff! It’s time to be done with that way of working.

It takes diligent strategy and discipline. And you can do it! Simply put: You are here to do something…and by extension so is your business. Defining exactly what it is cannot be underestimated. Like the Oracle said in the sci-fi movie The Matrix, “we’re all here to do what we’re all here to do.” So, what are you here to do and how is your business helping you do that?

Some problems require us to try harder. Some require us to think differently. And yet still others require us to change ourselves. That’s why most problems get avoided. But what happens when we refuse the sucker’s choice of “passive” or “aggressive” and go with something better: assertive? What happens when pet care education becomes revolutionary and innovative?

All of us know that trust is THE fundamental element required to gain and maintain your client’s business. Add to that, the fact that here is a huge emotional connection between our customers and their furry family members and it’s easy to see that trust is literally the center point of success. Without a consistent strategy to establish and maintain trust, your facility may be missing a significant part of your potential market. Just how then do we build the trust needed to ensure an individual feels secure enough to schedule their best friend into your facility?

You Want Your Team to Work Like You Do, Right? I hear this all the time…”I wish I could find ‘good’ people.” Or my personal favorite, “I wish my people would work as hard as I do.” I bet you’ve said or thought that over the years…maybe even recently.

Well the problem is this, you can’t and they won’t. At least until now…

Articles

Assertive Innovation is the Key to Pet Care Education Some problems require us to try harder. Some require us to think differently. And yet still others require us to change ourselves. That’s why most problems get avoided. But what happens when we refuse the sucker’s choice of “passive” or “aggressive” and go with something better: […]

The Secret That We All Forgot Marketing is about building an incremental, long term relationship that lasts. We all know this. So why do most facilities have a giant sign in their window (or on their website) that says “prostitutes wanted”? That’s right. They do. They don’t realize they are asking for “instant sex.” They […]

Not only have we increased revenue, we are finally paying for performance and it’s making a huge difference in the output of our staff. Additionally, MP takes the subjectivity out of management. We can now confidently give feedback without getting emotionally wrapped up in how we feel about the employee personally. It makes managing more enjoyable, less stressful and more effective.

Heidi Barraza

Dogwood Cottage

Our revenue has increased 60% in 18 months! We have systems in place to monitor several aspects of our business which allows us to act on things before it becomes an issue!

Al Bowman

Cinider Hills Kennels

Within the first 3 months of using MPPC we saved $28,000.00 in expenses over the previous year. We have instituted new programs and developed new positions in our company that have been extremely beneficial to building and maintaining relationships with our customer base. This has been a big win win for us and our customers.

Gwen Meyer

Meyer's Pet Care

WE BELIEVE THAT EDUCATION IS FOR EVERYONE

You can see MasterPlan in action for a limited time On Demand. Hosted by MasterPlan founder, Eric Beck, you’ll get to see real facilities using the system in real time. We explain how it all works and you can decide if it’s right for you! Learn How to Take Your Team to Full Potential!